Bank Of America Production Services Specialist - GBS 

India, Tamil Nadu, Chennai 

980669486

Process overview

•PlatformSupport throughIncident Management process driving towards Customer Impact mitigation, enabling great customer experience by reducing the application down time

•Responsible for production support, problem and incident management, operational change, and infrastructure delivery, refresh and upgrades

•Manages the lifecycle of incidents through initial identification to mitigating customer impact, restoring environments to BAU status and driving for permanent solution. Pursue the root cause of incidents.

•Manages the problem life cycle for implementing a permanently solution. Identify, facilitate, and manage the actions to correct the known error.

•Instituted Proactive Problem Management process to identify and resolve issues prior to service disruption

Responsibilities

• Proficient in incident management, root cause analysis, and problem resolution
• Ability to lead and drive production triage calls to restoral understanding customer impacts and the customers experience.
• Strong verbal and written communication skills with an ability to articulate impacts to key stakeholders. Partner with Application team, CCO, Level 3 support teams to resolve the issue.
• Familiarity with several ticketing systems such as Remedy and ServiceNow
• Create and maintain detailed documentation of processes to improve team efficiency.
• Ability to collaborate with external vendors, such Visa, Mastercard, TCH, EWS, and Fiserv
• Propose changes and enhancement to tools to reduce manual task.
• Support the deployment of application updates, patches, and changes.
• Shift Flexibility requiring weekend coverage.
• Good understanding of Agile process/kanban, working experience in agile tools like JIRA is preferable.
• Exposure to cloud technologies
• Advanced knowledge with Excel and PowerPoint designing custom reports.
• AI predictive analytics for strategic decision making processes.
• Experience in Resiliency Testing
• Consumer Banking domain experience

Educational Qualifications :B.E./ B Tech / M.E./M Tech /M.C.A [with B.Sc., B Com, BBM]/M.Sc. (Computer Science, IT, S/W, Mathematics, Electronics, Physics, Statistics)

10 to 13 years

: ITIL Foundation Certification

Foundational skills:

• Platform/Application Support in Banking Domain
• HP Non-stop Tandem
• Base24 Classic
• Splunk
• SQL
• Basic Networking
• Java, Microservice
• Basic level Unix

Desired Skills

• Production support experience
• Understanding on Database terminologies
• Sound working knowledge on Ms-Office and Ms-VisioEffective Communication – Clear, Concise & Ability to articulate Problem/Solution
• Should be able to participate or conduct conference calls with tech and business users

• Good documentation skills – Required to close the tickets and/or send updates/reports to various stakeholders
• Organizational and Multi-tasking skills

6:30 am to 3:30 pm and 11:30 am to 8:30 pm